Date Received: 2019-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Trying to get PMI removed from my loan as the market around my home has gone up considerbly in the last 3 years. I was originally told the appraisal would cost {$470.00} from XXXX XXXX XXXX after sending in a letter in the mail to request an appraisal to remove PMI. I sent in the check for {$470.00} and XXXX increased the price to {$780.00}. I have been trying to contact XXXX on the phone about this but whenever I get through the maze of menu prompts they hang up on my after waiting to speak to a representative.
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent money {$1000.00} from my citizens bank XXXX on XX/XX/XXXX to XXXX XXXX and it was taken out of citizens bank with this info Trace number XXXX Confirmation number : XXXX - then XXXX XXXX closed my account and said never received money but citizens said it left my account and said to contact XXXX about where the money is so this complaint is directed to XXXX to find where my money is I need it to pay bills
Company Response:
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I HAVE A HOME EQUITY LINE OF CREDIT WITH CITIZEN 'S BANK. ON MONDAY XX/XX/2019 AT XXXX AT CITIZEN 'S BANK BRANCH : XXXX, WITH TELLER : XXXX AND TRANSACTION # XXXX I PAID THE OUTSTANDING BALANCE OF MY LOAN {$20000.00}. THE MONEY WAS REMOVED FROM MY ACCOUNT ON XX/XX/2019. THE RECEIPT I RECEIVED FROM CITIZEN 'S BANK ON XX/XX/2019, SHOWED THAT THE LOAN HAD BEEN PAID IN FULL. I FOLLOWED UP WITH CITIZEN 'S BANK ON XX/XX/2019 TO CONFIRM THE LOAN HAD BEEN PAID IN FULL, I WAS INFORMED THAT THERE WAS STILL AN OUTSTANDING BALANCE OF {$20000.00} ON THE LOAN AND THE BANK WAS UNABLE TO TELL ME WHERE THE FUNDS THEY HAD REMOVED FROM MY ACCOUNT, THE PREVIOUS DAY, HAD GONE. THE BANK OPENED AN INVESTIGATION INTO WHERE THE FUNDS HAD GONE ON XX/XX/2019, INVESTIGATION # XXXX. I WAS INFORMED THE SITUATION WOULD BE RESOLVED IN 2-3 BUSINESS DAYS. MULTIPLE SUBSEQUENT CALLS TO CITIZEN 'S BANK OVER THE NEXT WEEK CONTINUED TO SHOW AN UNPAID BALANCE ON MY HELOC. ON XX/XX/2019 CITIZEN 'S BANK INFORMED ME THAT THE SITUATION WITH THE MISSING FUNDS WOULD BE RESOLVED BY THE NEXT BUSINESS DAY. ON OF XXXX XXXX I WAS INFORMED BY CITIZEN 'S BANK THAT THERE WAS STILL NO RESOLUTION TO THE MISSING FUNDS, AND THE MATTER WAS BEING HANDELED BY THE CHAIRMAN 'S DEPARTMENT. WHEN I ASKED TO BE CONNECTED TO THE DEPARTMENT THAT WAS DIRECTLY HANDLING THE PROBLEM I WAS INFORMED THAT WAS NOT POSSIBLE. I WAS INFORMED THAT THE CHAIRMAN 'S DEPARTMENT WOULD HAVE TO CONTACT ME AND THAT COULD TAKE AN ADDITIONAL 3-4 BUSINESS DAYS. I WAS ALSO INFORMED THAT THERE WOULD MOST LIKELY BE NO ADDITIONAL INFORMATION ABOUT THE MISSING FUNDS UNTIL THE CHAIRMAN 'S DEPARTMENT CONTACTED ME AND AGAIN THAT COULD TAKE AN ADDITIONAL 3-4 BUSINESS DAYS. I FIND IT VERY DIFFICULT TO BELIEVE THAT A FINANCIAL INSTITUTION COULD TAKE TWO WEEKS TO FIND A {$20000.00} ERROR WHEN THEY HAVE ALL OF THE INFORMATION LISTED ABOVE.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I opened a home equity line of credit with Citizens Bank for the amount of {$170000.00} dollars effective XX/XX/2018. I began to received statements from the bank ( before I even began borrowing ) for substantial increasing amounts of monies. Upon contacting the bank I was told that some of the charges were in error. I became concerned and sent them a certified letter requesting explanation for the charges. In the last statement they sustracted some amount but still the total is substantial ( {$400.00} dollars ) and there is no explanation for them. As far as I know I had no liens or penalties in my records.
Company Response:
State: IL
Zip: 607XX
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: hello, I was getting ready to ship into XXXX XXXX for the XXXX XXXX. I pay my auto loan through citizens one, I went to a bank branch to personally speak with someone to get a three month deferment for while i was away for XXXX XXXX, they agreed to help me with it, they asked for my orders which they received and told me it would be taken care of. I came home early for health reasons four weeks after the deferment should of already taken affect. then come to find out I have " delinquent charges '' for not paying and that the company had no notes or anything regarding my request. several Points were removed from my credit score and I would like to see them recovered considering I was physically unable to make my payments and the company didn't do what they promised to do.
Company Response:
State: NY
Zip: 13027
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Citizens One Home Loans, XXXX XXXX XXXX, Mailstop XXXX, XXXX, RI XXXX, phone XXXX and fax XXXX ( hereinafter Citizens One ), failed to provide a mortgage loan for our closing on XX/XX/XXXX, the day before closing on XX/XX/XXXX and after providing a Closing Disclosure with a loan Disbursement Date of XX/XX/XXXX on XX/XX/XXXX. Their reason was that they had not received a determination that the possible mold was not toxic or remediation performed as cited on the inspection report and buyer 's inspection reply, which was not a part of the fully executed addendum and sales agreement between the buyers and sellers. Citizens One was provided with the fully executed sales agreement to purchase XXXX XXXX XXXX, XXXX PA XXXX by XXXX XXXX XXXX and XXXX XXXX XXXX, Buyers, and XXXX XXXX XXXX XXXX and XXXX XXXX, Sellers on XX/XX/XXXX. They were also provided with the inspection report completed on the home by the buyers on XX/XX/XXXX and the initial repair addendum request on XX/XX/XXXX. The fully executed repair addendum by the sellers and buyers was transmitted on XX/XX/XXXX. Citizens One issued issued a commitment to provide us with a mortgage on XX/XX/XXXX, which was transmitted to the seller 's on XX/XX/XXXX. On XX/XX/XXXX, Citizens One issued a second commitment. The second commitment created a unilateral quasi contract between the borrower and the lender to perform all of the repairs that the seller did not agree or accept to perform. The buyers objected to such a request in writing and adamantly stated that any repairs on the seller 's property would only be performed after the transfer of ownership. The initial commitment dated XX/XX/XXXX and sent to the sellers to satisfy our contractual commitment date of XX/XX/XXXX did not cite any of the subsequent repairs for the sellers and the buyers. Although we, the buyers, stated in writing that we would not make any repairs on a home that we do not yet own and did not secure the seller 's permission to performance to do the same making their home unsaleable unless remediation performed, Citizens One continued an allusion of the buyers being approved for the loan, but on a rolling and never ending need for underwriting basis and forwarded closing disclosures so that we would have enough funds, which also lead us to sign the second commitment on XX/XX/XXXX as a confirmation that we had the mortgage and satisfied the quasi contract. The allusion or false expectation created unnecessary expenses on the part of the buyers that includes escrow funds of {$1000.00} paid on XX/XX/XXXX XXXX prepaid appraisal fee paid of {$630.00} paid on XX/XX/XXXX, and title closing services of {$1600.00} due. On XX/XX/XXXX, Citizens One verbally informed buyer XXXX XXXX XXXX through communication with Closing Representative XXXX XXXX XXXX that the loan could not be underwritten without mold remediation, but could not definitively and conclusively provide that as a final end to the underwriting and would offer a discount of the fees paid if we complied. She then reached out to the seller 's agent on XX/XX/XXXX asking if they would cure the unilateral demands and seller 's agent informed her that they knew nothing about such an agreement for inspection and remediation and again refused to perform it. They did only offer to open up an extended closing deadline by sending a blank agreement addendum for the buyers, which we have refused to sign to protect us from further harm of any claims to make the sellers and property whole.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau ( CFPB ) Letter This is a follow-up complaint to a complaint I filed on XX/XX/XXXX. Complaint ID XXXX. My original complaint was filed 6 weeks after the first fraud incident. It has now been 12 weeks since the first fraud incident ( 90 days ) and there have been no updates on the status of the investigation or indication on whether I will get my money back from the two fraud claims that I filed in XX/XX/XXXX. I have received a call from Citizens Bank from the Office of the President after filing my original CFPB complaint, and have also received letters from the bank dated XX/XX/XXXX, but only to let me know that the bank is still working on the issue. I have not been offered provisionary credit or a timeline as to when I will be credited my money bank. As I have been patiently waiting, I have endured several mistakes by the bank. The first incident I reported in my previous complaint letter, stating that the Collections Department moved money from my savings account to my checking account without my permission to true up a negative balance. The second incident occurred as a service charge for not using the checking account that had been affected by fraud and closed ( XX/XX/XXXX ). The bank also made an error when I closed the account immediately after the first fraud incident, only to have another fraudulent check written and cashed from my closed account ( it had not been put in credit only status. I am filing this second complaint with CFPB to demonstrate the banks negligence on the issue through the entire investigation and the numerous errors that have been made in the process. After 90 days, I still have no answers as to if or when I will receive the money that I am owed after being a victim of fraud. XXXX XXXX
Company Response:
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mom wanted to refinance her home equity loan and credit card debt. We contacted Citizens Bank because that is where she had the equity loan. We answered a bunch of questions that loan officer, XXXX XXXX, asked and we were assured we would be approved. I submitted all the documents requested. We paid XXXX dollars for a home appraisal, I got a hard credit check, and my mom opened up a new bank account and has her social security transfered there to pay the mortgage. He told us we would get a small percentage off if we did that. The communication after that was nonexistent. No response and then a denial letter. I called to ask why my and my mothers income was supposed to be more than enough. Our credit is excellent and there was just no explanation other than the letter saying our income wasnt enough. I finally got XXXX XXXX on the phone and he said he would look into it and call back. He never did. I believe he was negligent in this case on every level.
Company Response:
State: NY
Zip: 10465
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying for two years to get one document from Citizens Bank, a discharge notice on a home equity loan. It was originally taken out XX/XX/XXXX at the XXXX XXXX XXXX office of Citizens Bank XXXX, with a credit limit of {$50000.00} and filed with the XXXX XXXX ( XXXX ) Registry of Deeds on XX/XX/XXXX as Book XXXX pages XXXX. I need the document so I can declare the land is free from liens before we grant a neighbor an easement on part of our land. I began nearly two years ago trying to obtain this document from Citizens Bank ( which is supposed to be filed with XXXX XXXX XXXX XXXX, XXXX XXXX, because the property is in XXXX XXXX ). I first went to the XXXX XXXX office where I was told they don't handle that work in the branch office, but she gave me detailed instructions how to file the request by fax. I did, but waited several months without hearing from anyone. I then went to the XXXX XXXX office of Citizens, located in a XXXX XXXX XXXX supermarket. The took my information and told me not to worry, I would get it in the mail in 10 days or so. I didn't. I went back a few weeks later and spoke to another person, who went to so far as to call the office where they handled these documents. Again, she said, it would about 10 days and she would call me then. But she didn't call. I tried to reach her using the business card she gave me, but the phone number was not answered and attempts to e-mail her were unsuccessful.. I'm not sure when the XX/XX/XXXX home equity loan was paid off, but the XXXX XXXX XXXX XXXX shows a subsequent home equity loan for {$77000.00} from XXXX XXXX on XX/XX/XXXX, so I assume it was around that date. Please help. XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX h XXXX c XXXX XXXX
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I. XXXX the bank on XX/XX/2019 spoke with a representative at citizens bank to see if I deposited {$50.00} if that amount of deposit would be sufficient. He stated yes. This morning I wake up and my account is overdrawn {$65.00} there stating that the {$50.00} I deposited wasnt not sufficient but it is. I had {$12.00} plus the {$50.00} is {$62.00} My 2 transactions arent coming out until XX/XX/2019. This bank wants to make up there own rules. And charge me XXXX twice. Citizens bank. Now my account is going to keep getting negative until I can get enough money to cover the overdraft fees.
Company Response:
State: NY
Zip: 14207
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A